E-Commerce, Online
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DuckDuckGo Respects Our Privacy
Fast, Simple Search with an Open Customer-Friendly Ecosystem
by Patricia SeyboldPeople who are concerned about online privacy are switching to search engine DuckDuckGo. Users are pleasantly surprised by, and engaged in, its rapid evolution. -
Customizing Greeting Cards Online
How Well Did American Greetings and Hallmark Meet My Customer Scenario?
by Ronni MarshakGoing through a card-buying scenario identified some important lessons for all businesses about keeping promises and providing a seamless experience throughout your customer ecosystem. -
Will Klarna Become a Major Player?
Invoicing for Consumers Who Want to Pay After Receipt of Goods
by Patricia SeyboldKlarna is a deferred payment solution that lets online shoppers buy now and pay within 14 days. Klarna boosts conversion rates by removing consumers’ fear of online transactions. And Klarna removes the risk of fraud for online merchants. -
What Makes Amazon Tick?
Understanding the Levers that Amazon Uses to Run Its Business
by Patricia SeyboldAmazon’s strategic intent is to be the most customer-centric company and to offer the earth’s biggest selection of products. But what are the underlying goals and strategies the company uses to deliver on those promises? -
Amazon Takes on Apple in Digital Music
Combined CDs and AutoRip Make Amazon Cloud Player More Enticing
by Patricia SeyboldAmazon’s AutoRip feature surprised and delighted some customers and annoyed others. We like the fact that we now have digital access to MP3 files of the music we bought on CDs for free and without doing anything! -
Amazon’s Next Moves
It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives
by Patricia SeyboldAmazon isn’t “just” an online retailer; it’s a vibrant and layered customer ecosystem designed to help you get things done faster and cheaper. Amazon phones will bring added convenience. Amazon’s ads will be more relevant than Google’s or Facebook’s. -
Shopping Smarter with Mobile Devices Changes the Face of Holiday Shopping
Mobile Makes Its Mark on Thanksgiving, Black Friday, and Cyber Monday Sales in 2012
by Patricia Seybold2012 holiday shopping kicked off in the U.S. with a bang. Consumers shopped heavily on the Thanksgiving holiday through “Cyber Monday.” Online shopping from tablet computers was big. So was comparison shopping in stores using mobile phones. -
BuzzCar—Peer-to-Peer Car Rental
Building a Platform for Participation for a “Peers Inc.” Business Model
by Patricia SeyboldBuzzcar is a peer-to-peer car rental company that started in France. Instead of leaving your car in driveway, rent it to a neighbor! Founded by Robin Chase, the co-founder of Zipcar, Buzzcar uses what Robin calls a “Peers Inc.” business model. -
Who Are the Key Players in Mobile E-Wallets in the U.S.?
Amazon, Apple, Google, PayPal (e-Bay), Mobile Phone Networks, Credit Card Companies, or Upstarts?
by Patricia SeyboldWe predict the marketshare battle for mobile phone e-wallets will be waged in the U.S. in 2013. Here’s the landscape as we see it. We believe that Amazon and PayPal will throw their hats into this ring, along with Apple, Google, Microsoft, and Isis. -
Will Amazon.com Emerge as a Viable Gaming Platform?
Enabling Platform-Agnostic Social Gaming Customer Ecosystems
by Patricia SeyboldAmazon may provide the next major ecosystem for social gaming, challenging Facebook, Zynga, Apple, and Google. -
Adobe Recommendations: Personalizing the Customer Experience
Harnessing the Power of the Adobe Digital Marketing Suite
by Susan AldrichAdobe Recommendations should be on the short list of marketers in retail ecommerce, B2B ecommerce, media, financial services, high tech, or publishing who seek to personalize their customer experience and drive higher revenues. -
Alaska Airlines’ Evolves Its Mobile Strategy
Catering to Frequent Flyers Pays Off
by Patricia SeyboldAlaska Airlines has been delivering mobile apps since 2010. They chose to focus first on the functions needed for “day of travel” rather than online booking. -
Don’t Blindside Your Customers
Bankofamerica.com Neglects to Warn Customers of a Glitch that Requires Customer Attention
by Ronni MarshakWhen there is an emergency service interruption to your customer experience, it’s important to have processes in place to remedy the situation. Bank of America missed that opportunity and was deluged with calls from frustrated and annoyed customers. -
Peerius Recommendation and Personalization Solution Evaluation
Personalizing Many Aspects of Customer Experience
by Susan AldrichOur evaluation explains why Peerius should be on the short list of any retailer who seeks to personalize any aspect of the customer experience using behavioral, profile and social data to predict which content will be the most valuable. -
Steps to Success for Personalizing Your Customer Experience
A Roadmap for Personalization
by Susan AldrichSee how pioneers in personalization, including Bakers Shoes and Netflix, use personalization to great advantage. Personalization varies among businesses and among customers, but we offer the specific steps you can take to set and accomplish personalization goals that enhance your business and your customer experience. -
KANA Experience Analytics
Powerful Analytics, Tight Integration with KANA Service Experience Management
by Mitchell KramerKANA Experience Analytics monitors, analyzes, and acts on customer conversations on the social web and customer conversations on internal channels. Analytics that categorize customer conversations and classify their sentiment are its key strength. -
Career and Job Hunting Advice
How Well Does Monster.com Help Prepare You for Your Job Hunt?
by Ronni MarshakCustomers often need preparation in order to value your offerings. We look at how Monster.com prepares members before they actively start searching for jobs. The lessons learned can apply to any organization. -
Facebook’s Timeline: Seductive and Dangerous?
Applications Integrated into Timeline Track Everything that You and Your Friends Do
by Patricia SeyboldFacebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked. -
Customer Ecosystems: Meal Ordering Services
Creating Customer Ecosystems Around a Specific Service
by Ronni MarshakIf there’s “a job” that customers need to get done, it’s relatively easy to foster an ecosystem of business partners to fulfill customers’ goals. What take-aways for your business will you get from our comparison of three competing meal ordering services? -
Unintended Risks of Using Facebook
Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!
by Patricia SeyboldBe a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices.
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